Chatbots and Virtual Assistants in Customer Service: Transforming the Customer Experience. 

In the digital age, where immediacy and efficiency are paramount, artificial intelligence (AI)-based chatbots and virtual assistants have become essential tools for improving customer service. These automated systems not only provide fast and accurate responses to customer queries, but can also transform the way companies interact with their audience. In this blog we will explore how chatbots and virtual assistants are revolutionizing customer service and optimizing the customer experience. 

The Evolution of Customer Service: Beyond the Phone Call 

Customer service used to involve mainly phone calls or physical visits to stores. However, with the expansion of online communications and social media, customer expectations have changed. People are looking for quick answers and real-time solutions, and this is where chatbots and virtual assistants come into play. 

Fast and Accurate Answers 

One of the main benefits of chatbots is their ability to provide answers to customer queries in real time. There is no longer a need to wait in line or in an email inbox for help. A chatbot can provide accurate information immediately, which improves satisfaction and saves time for both customers and customer service agents. 

24/7 availability 

Chatbots never sleep or take a vacation, which means they are available to handle customer queries 24/7. This is especially beneficial for companies that operate globally, as they can provide round-the-clock assistance regardless of time zone. 

Successful Implementation 

For chatbots to be a valuable addition to customer service, successful implementation is critical. This involves designing chatbots that are easy to use and understand, providing adequate training for agents, and ensuring integration with other service systems. 

In short, chatbots and virtual assistants have changed the way companies interact with their customers. They provide fast and accurate responses, are available 24 hours a day and offer personalized attention. Their successful implementation can transform the customer experience and provide more efficient and satisfying service. As technology continues to advance, chatbots will continue to play a central role in customer service and loyalty. 

In Aranda Software you find solutions that help you automate repetitive tasks freeing your employees for more complex and strategic tasks of your organization, you will facilitate the work of technicians and you can offer a better service experience, while reducing support, labor and operating costs. 

Our products are easy to integrate with existing systems (CRM, databases, etc.) providing more relevant assistance, we innovate with a modern Service Management platform that facilitates the digital transformation of organizations and adapts to the new needs of companies. 

Cybersecurity, an essential shield for Latin American Organizations 

Today's digital age has brought with it great benefits, but also great risks. Organizations store and share huge amounts of information through various channels, making them potential targets for cybercriminals. As a result, cybersecurity is no longer just a technical aspect, but a strategic and operational priority. 

According to a Fortinet report, Latin America suffered more than 289 billion attempted cyberattacks in 2021, a 600% increase over 2020. Mexico, Brazil, Peru and Colombia were the countries most affected by these threats, which ranged from digital information kidnapping (ransomware) to the exploitation of vulnerabilities such as Log4J. 

Kaspersky studies show that the company blocked 1.15 million ransomware attack attempts in Latin America in the last 12 months, which equates to 2 blocks per minute. The WannaCry ransomware WannaCry continues to appear among the highest detections (40.59% of cases), although the group has been dormant for a long time. Experts warn that these attacks have become more targeted and profitable. 

These figures demonstrate that the Latin American region is exposed to an increasing level of risk, which can have devastating consequences for organizations. Cyber-attacks can result in the loss or theft of sensitive data, disruption of business operations, damage to reputation and customer confidence, regulatory non-compliance and intellectual property infringement. 

Much more than a technical aspect 

Given this scenario, cybersecurity has become an essential element for the protection and growth of organizations. Cybersecurity not only implies having adequate technologies and tools, but also policies, processes and practices that guarantee information security at all levels. 

Cybersecurity serves several key functions: 

- Protects digital assets: Safeguards the organization's critical and valuable information.  

- Ensures business continuity: Helps prevent disruption of business operations due to attacks.  

- Builds customer trust: Cybersecurity is a brand asset.  

- Ensures regulatory compliance: Demonstrates commitment to standards and regulations.  

- Protects intellectual property: Prevents sensitive information from falling into the wrong hands. 

Aranda Security Compliance (ASEC): The Answer 

To help organizations meet today's cybersecurity challenges, Aranda Software introduces Aranda Security Compliance (ASEC), a regulatory compliance solution for information security. ASEC is a cloud-based solution that simplifies cybersecurity. 

ASEC enables organizations to define security policies, apply them to devices, monitor compliance and take remediation actions when policies are not met. ASEC supports more than 5,000 applications and a wide range of recognized security vendors, ensuring that security policies can be customized to meet the specific needs of each organization. 

ASEC offers several essential benefits: 

- Improves security decision making: By providing real-time visibility into the compliance status of security policies, ASEC helps to make informed decisions.  

- Minimizes downtime: By automatically addressing outdated or incomplete security configurations, ASEC keeps systems up and running.  

- Regulatory compliance: ASEC facilitates the demonstration of evidence required to comply with standards such as ISO 27001, CIS Controls, HIPAA and PCI DSS.  

- Reduces human error: By minimizing manual interventions on devices, ASEC helps to avoid errors that are often exploited by attackers. 

Cybersecurity is an imperative need for organizations in Latin America, which must protect their digital assets and their competitiveness in an increasingly hostile and complex environment. Cybersecurity requires efficient and effective management, covering technical, strategic and operational aspects. Aranda Software's ASEC is a solution that facilitates this management, providing security, confidence and compliance. Do not wait any longer, join the fight against cyber threats and protect your digital assets with ASEC. Cybersecurity is no longer an option, it is an imperative need! 

Cost Reduction through Process Automation in Organizations. 

In the midst of a challenging market environment, organizations are constantly searching for innovative approaches to increase their efficiency and competitiveness. In this context, process automation has emerged as an essential and revolutionary tool to achieve this goal. It is not only a means to save time, but also revolutionizes the way companies operate and reduce errors. 

In this article, we will explore in greater depth the transformative impact of process automation on organizations and how it can contribute significantly to cost reduction. Automation, driven by advanced technologies such as artificial intelligence and robotics, offers a wide range of benefits that go beyond simple operational efficiency. 

Let's break down how this technological revolution is redefining the way companies manage their day-to-day activities and how it can drive their growth and competitiveness in an ever-changing business environment. 

One of the key issues we will address is how automation can also automate care and improve the customer experience by providing fast and accurate responses, all while reducing the workload of support teams. In addition, we will explore how automation can play a key role in HR management by simplifying administrative tasks and allowing professionals to focus on other tasks. 

Operational Efficiency 

One of the most notable benefits is improved operational efficiency. Manual processes are often slow and error-prone, which can lead to additional costs. By automating repetitive and routine tasks, organizations can speed up their operations and reduce associated costs. 

Error Reduction 

Improperly completed reports, incorrect submissions and inaccurate data can lead to significant financial losses and damage a company's reputation. Process automation ensures greater accuracy by eliminating the possibility of human error, which saves money by avoiding costly corrections and rework. 

Time Savings 

Time is money, and automation saves time in multiple ways. Tasks that would normally take hours or even days can now be completed in minutes thanks to automation. This not only increases productivity, but also frees employees to focus on strategic and creative activities that generate greater value for the organization. 

Compliance and Security 

Process automation can help ensure compliance with regulations and internal policies. Automated systems can more effectively and consistently track legal requirements, reducing the risk of fines and penalties.  

In conclusion, process automation is a key strategy for cost reduction in organizations. It offers numerous benefits that can positively impact a company's profitability. While it requires an initial effort, the long-term savings and competitive advantage it provides make automation a valuable investment for any organization looking to reduce costs and improve efficiency. 

In Aranda you will find customized solutions: for example Aranda Field Service that allows you to increase the productivity of your company thanks to an optimal management of the service requests of your field team, which translates into the provision of an efficient customer service and a considerable cost reduction. 

Additional Aranda Security Compliance improves the security posture of your organization, thanks to a single point of control that audits the compliance of software and security configurations, being compatible with more than 5000 applications. 

Learn more in the following video containing information you won't want to miss. 

The Future of AI in Cybersecurity: Protecting a Connected World 

We live in an era in which technology is advancing by leaps and bounds, and artificial intelligence (AI) has become a fundamental tool that is transforming the way we live and work. One of the fields in which AI is demonstrating revolutionary potential is cybersecurity. In this blog, we will explore how AI is changing the game in protecting against cyber threats and how it is shaping the future of online security. 

Understanding Risk Accurately 

One of the ongoing challenges in cybersecurity is assessing and understanding risk. AI excels in this area by analyzing vast amounts of data in real time and detecting patterns that might go unnoticed by a human. This enables a more accurate understanding of potential threats and the identification of potential vulnerabilities in real time. AI can continuously assess the security status of a network and provide a constantly evolving picture of risk. 

Fast and Accurate Answers 

Speed is of the essence when it comes to cybersecurity. Cybercriminals can attack in a matter of minutes, and AI enables equally fast responses. AI systems can make decisions in milliseconds, which is critical for countering attacks in real time. This means that, rather than waiting for a human analyst to assess a threat, AI can take immediate action to stop or mitigate an attack. 

Detection of New Attacks 

Cyber attacks are constantly evolving, and cybercriminals are looking for increasingly sophisticated ways to bypass traditional defenses. This is where AI shines brightly. AI systems can identify patterns of abnormal behavior in a network, making it easier to detect attacks that do not fit known patterns. This early detection capability is essential to protect against emerging threats. 

Response Automation 

Automation is another important advantage of AI in cybersecurity. AI not only detects threats, but can also take corrective action automatically. This reduces reliance on human intervention and speeds up incident response. AI can block malicious traffic, isolate compromised systems and take action to prevent the spread of threats. 

CYBERSECURITY IN LATIN AMERICA: A Call for Business Action

In the digital era, where information is one of the most valuable assets, cybersecurity has become a priority for companies of all sizes and sectors. In this context, Latin America is not exempt from the challenges posed by cyber-attacks. In this article, we will explore recent cyber threats, highlighting alarming data in this regional context. More importantly, we will highlight the urgent need to protect corporate data and comply with cybersecurity regulations.

A worrisome outlook

Given the most recent episodes in Colombia, Costa Rica and Mexico, among others, the region has witnessed an increase in the frequency and sophistication of cyber-attacks in recent years. Companies from all sectors have become targets for cybercriminals. Statistics reveal that, on average, Latin America has seen an increase of more than 140% in reported incidents in the last three years. This is a wake-up call for companies operating in the region, as it shows that cyber threats do not recognize borders.

The importance of protecting data and complying with regulations

Cyber security is no longer just a technical concern, but a business and legal imperative. Companies are legally obliged to protect the sensitive data of their customers and employees, and this applies throughout the region. Failure to comply with these regulations can result in severe penalties and damage your company's reputation.

In addition, cyber-attacks can have a significant financial cost. According to studies, the average cost of a data breach in Latin America exceeds $2 million. This includes expenses related to data recovery, system repair and loss of customers.

The corporate approach to cybersecurity

It's time for companies to take a more proactive approach to cybersecurity. Below, we list some key measures that can help with this challenge:

1. Education: Training employees in safe online practices is critical. Human error is one of the leading causes of security breaches. Cybersecurity education and awareness are cornerstones in protecting against cyber threats. This is not limited to technology departments; it involves everyone in the organization:

- Training programs: Provide regular training programs for all employees, from senior management to front-line workers, to increase their awareness of cyber threats and teach them how to recognize and respond to potential attacks.

- Awareness testing: Conduct phishing drills and other social engineering exercises to assess employees' ability to detect fraud attempts.

- Security culture: Foster a cybersecurity culture where employees understand that they are a critical part of defending against cyberattacks and feel comfortable reporting incidents.

Invest in technology: Implement robust cyber security solutions, such as firewalls, antivirus and intrusion detection systems. The right technology is essential to protect your business from increasingly sophisticated cyber threats:

- Advanced firewalls: Implement next-generation firewalls that can detect and block malicious traffic in real time.

- Antivirus and antimalware: Use up-to-date antivirus and antimalware solutions to identify and eliminate known threats.

- Multi-factor authentication (MFA): Require MFA for access to critical systems, which adds an additional layer of security in case passwords are compromised.

- Data encryption: Encrypt sensitive data both at rest and in transit to ensure that even if unauthorized access occurs, the information remains unreadable.

3. Constant monitoring: Closely monitoring the network and systems for suspicious activity can help detect and prevent threats before they cause damage. Effective cybersecurity requires constant monitoring and detection of threats:

- Intrusion detection systems (IDS/IPS): Implement systems that can detect unusual or malicious activity on the network and respond proactively.

- Log analysis: Monitor and analyze activity logs for anomalies that may indicate an attack.

- Threat intelligence: Keeping up-to-date on cyberattack trends and tactics used by cybercriminals to fine-tune defenses.

4. Regulatory compliance: Ensure that your company complies with all applicable cybersecurity regulations in your country and region. Compliance is essential to avoid legal sanctions and protect your company's reputation:

- Regular audits and assessments: Conduct internal and external audits to ensure compliance with all applicable regulations.

- Risk management: Identify and assess cybersecurity risks in order to implement proportional measures according to the level of risk.

- Regulatory update: Keep informed about changes in cybersecurity laws and regulations and adjust policies and procedures accordingly.

5. Crisis management: Having an incident response plan in case a cyber-attack occurs is essential to minimize the damage. Having an incident response plan is essential to minimize the impact of a cyber-attack:

- Response team: Designate a dedicated team to manage cyber security incidents and establish clear roles and responsibilities.

- Communication plan: Prepare a communication plan that includes how to inform internal and external stakeholders in the event of a data breach.

- Post-incident evaluation: Conduct a thorough review after an incident to identify lessons learned and improve future response.

Conclusion

Cyber-attacks in Latin America are a worldwide reality that we cannot ignore, especially in Latin America where the publication and consumption of Internet services has been prioritized over cybersecurity. Protecting business data and complying with cybersecurity regulations are imperative for business survival in the digital age. Investing in cybersecurity not only protects company assets, but also strengthens customer confidence and ensures legal compliance. It's time to take action and make cybersecurity a business priority.

With the growing threat of cyber-attacks in our region, Aranda Security Compliance (ASEC) emerges as the essential solution to protect your organization. Soon, we will launch ASEC, a tool that audits the compliance of more than 5,000 applications and security configurations, providing a single point of control, ASEC strengthens the enterprise security posture, ensuring regulatory compliance, risk reduction and optimal technology investment.

Sources:

Report on Cybersecurity in Latin America, Organization of American States (OAS), 2022.

Cost of a data breach study in Latin America, IBM; 2022

Good Business Practices: The Road to Sustainable Success 

In a globalized and highly competitive world, companies face constant challenges. Digitalization, environmental awareness, changing consumer demands and regulatory pressure are just some of the forces shaping today's business environment.  

In this context, companies that prosper in the long term are those that embrace and apply sound business practices. These practices can become a key factor in the success and sustainability of any business, regardless of its size or industry. 

If you have wondered what are those business practices that have led great companies to success, here we tell you: 

  • Ethics and Corporate Social Responsibility (CSR):  

Business ethics and CSR are fundamental to building a solid reputation and generating trust in the marketplace. Companies that operate ethically, respect the environment and comply with standards tend to attract customers and business partners who value these principles. In addition, these practices contribute to the well-being of society at large. 

According to the Institute of Business Ethics, 88% of employees believe that a positive ethical culture helps them work more productively. Similarly, an EY study found that 76% of organizations report that ethical considerations are a fundamental part of their business strategies. 

  • Constant innovation: 

Innovation is essential to stay relevant in a constantly evolving market. Successful companies innovate not only in products or services, but also in processes and business models. This allows companies to anticipate market trends and offer solutions that meet changing customer needs. 

In addition, constant innovation generates several benefits, including reduced operating costs. In fact, a Deloitte report shows that innovative companies tend to have 30% lower operating costs compared to those that do not innovate constantly. 

  • Customer Service: 

Placing the customer at the center of all operations is a fundamental business practice. Actively listening to customers, understanding their needs and responding effectively to their feedback is essential to building strong relationships and fostering customer loyalty; according to Harvard Business Review, a satisfied and loyal customer has a long-term value to an organization that is up to 10 times greater than their first purchase and, in the same vein, a HubSpot report states that 93% of customers are more likely to repeat a purchase with a company that offers excellent customer service. 

In addition, it can also have a significant effect on revenue, market differentiation and cost efficiency. Customer service has become a critical factor for business success in today's era, where positive experiences and customer satisfaction are key to growth. 

  • Investment in Human Capital: 

Talented and motivated employees are valuable assets. Companies that invest in the professional development of their staff foster an inclusive work environment and provide opportunities for internal growth tend to have more engaged and productive teams. According to Gallup, 74% of employees believe that on-the-job training and development are essential to their job satisfaction. 

Organizations that recognize the importance of human capital are better prepared to face the challenges of today's marketplace and prosper in the long term; in fact, the World Economic Forum highlights investment in human capital as a key factor for the competitiveness of countries and companies in the global economy. 

In short, good business practices are essential to building a solid, ethical and successful company. They not only benefit companies in terms of reputation and efficiency, but also have a positive impact on society. Companies that adopt and maintain these practices are better positioned for long-term growth in an increasingly demanding and globalized marketplace. 

To conclude, it is worth mentioning that at Aranda Software we are committed to the implementation of best practices such as those mentioned above, which has allowed us to stand out in the market. The combination of constant innovation, customer service, a talented team, a long-term vision and corporate social responsibility has been key to our growth and recognition in the industry.  

Security policy compliance in a multiplatform IT environment How to achieve it without dying in the attempt?

I invite you to start reading this article by answering this simple question: Where is the CIO, CISO, or equivalent IT security manager located within the strategic decision-making chain in your organization? If it is at the top of the organizational chart, it is a clear indicator that your company is aware of the importance of information as a key asset to stay relevant in the market. Surely your competitors have been attacked and the security of your technological environment has been breached on more than one occasion (if not directly, through a customer or an external supplier with whom you have a commercial relationship)...

Why do I start with this question? Because the main challenge faced by CIOs / CISOs is in defining, building and sustaining a security posture (their ability to identify as early as possible the occurrence of security breaches, as well as to react to them and take corresponding actions). In an increasingly digitized world, the security posture is highly dynamic and must constantly change, based on new responses to threats and vulnerabilities that appear every day (both from outside and inside organizations). Without going too far, Kaspersky has reported more than 280 million phishing attempts (unauthorized obtaining of personal data to access bank accounts) in Latin America in the last year, 617% more than in the period June 2021 - July 2022. 1

When trying to implement plans and actions to gradually build a security posture, we encounter a series of pitfalls that make this task more difficult:

- There are multiple security solutions, which are not always updated and configured correctly (e.g. firewall activated for public networks, but not for private networks).

- The organization must comply with regulatory requirements, depending on the legal / industry framework to which it is subject (e.g. PCI DSS for the banking and payment industry, HIPAA for the healthcare industry, GDPR for companies dealing with EU citizens' data).

- Users have administrator permissions on their workstations, and disable security settings without being aware of the effects (e.g. they turn off the antivirus to make the computer "faster").

Aware of this problem and seeking to make compliance with IT security policies simpler and more efficient, at Aranda Software we have created Aranda Software Compliance (ASEC), the solution that helps improve the security posture of your organization thanks to a single point of control that audits the compliance of software and configurations for the most recognized security solutions in the industry.

Why do we believe ASEC will be your new partner in any information security initiative?

- Because it is a 100% Cloud solution, with fast and agile implementation.

- Because it is compatible with hundreds of security solution manufacturers (Acronis, Avast, AVG, CheckPoint, ESET, Fortinet, Kaspersky, McAfee, Microsoft, Symantec, TrendMicro, among others).

- Because it supports from the first day of use the evaluation of compliance with multiple security policies: Antimalware, Antiphishing, Antivirus, Data Loss Prevention (DLP), Encryption, Firewall, Backup, VPN, among others.

- Because it is able to apply immediate remediation actions for equipment that does not comply with defined policies.

- And because it is from Aranda Software, of course. We are the leading company in Latin America in IT management solutions and through our extensive network of offices and business partners in the region, we will accompany you in the use of ASEC, with after-sales support in your language and on your schedule.

Soon you will know more news about Aranda Security Compliance, I invite you to stay tuned to our contact channels to know everything we can do for your company with ASEC!

Alejandro Cañón
Product Manager
Aranda Software

-------------------------------------------

  1. https://latam.kaspersky.com/blog/panorama-amenazas-latam-2023/26586/ ↩︎

The present and future of Business Innovation 

We cannot talk about digital transformation in companies without mentioning the technologies that have been evolving over time at an exponentially faster rate, thus generating more efficient companies, with optimized processes in terms of costs and time, and with a reduction in errors. 

Every day more companies have understood the importance of being at the forefront of these technologies, in fact, according to a study by Gartner, this year is expected to increase by 11.5% in the use of enterprise software tools. 

All this is because, in order to compete and survive, companies need to be able to redefine the way they operate and connect with the world, responding quickly and accurately to the new demands of the industry as a whole. Therefore, the implementation of IT Service and Infrastructure Management solutions is the answer to many of the challenges that companies face today. 

Where is enterprise technology headed? 

On the one hand, with all the challenges that organizations have faced in recent years in terms of economics, adaptability and market evolution, among others, companies need technology that allows them to achieve higher levels of efficiency, rationalizing or reducing costs, i.e., doing more with less and faster.  

And secondly, with the unstoppable technological advancement, the role of IT changes to being a primary enabler that has an influential impact on the entire organization and not just a controller of the implementation of technology operations. 

  • Greater flexibility and scalability in accessing software tools and functions (Software as a Service). 

SaaS has become a popular choice for businesses and individual users due to its ease of use, low initial cost and ability to access it from anywhere with an Internet connection. This popularity will continue to grow, according to a study by McKinsey, which shows that software obtained by companies from cloud services platforms, open repositories and software as a service (SaaS) is growing at a compound annual rate of 27.5% between 2021 and 2028. 

Instead of purchasing, installing and maintaining software on local devices, users access applications through a web browser. This eliminates the need for local installations and provides greater flexibility and scalability in accessing software tools and functions, which is why it is estimated that by 2024, 70% of companies will employ hybrid or multi-cloud technologies, tools and management processes.  

  • Unique and relevant user experiences and increased automation with Artificial Intelligence 

In an increasingly digital and competitive landscape, Artificial Intelligence 

has positioned itself as a fundamental factor driving innovation, efficiency and sustainable business growth. 

Artificial Intelligence not only represents the future of business, it is shaping the future that is already here. From automating routine tasks to making strategic, data-driven decisions, AI is redefining the way businesses operate and compete.  

In addition, thanks to AI-powered personalization, companies will be able to further enhance the user experience through individualization and predictive analytics. In fact, it is estimated that by 2024, more than 50 percent of user touches will be augmented by AI-driven voice, typed word or computer vision algorithms. 

  • The power of data and digital trust  

These huge shifts in the focus, power and capability of technology will create many more customer touch points and, as a result, there will be an exponential growth of new user data.  

Against this backdrop, companies must adopt technological tools that have the ability to analyze large data sets to extract valuable information and thus be able to make evidence-based decisions and detect emerging trends. 

On the other hand, with the digital world expanding, IT must expand its capabilities to build trust around security, privacy and the cyber world. According to a study conducted by McKinsey, 57% of organizations suffered at least one major data breach in the last three years and many of these breaches resulted in financial losses, loss of customers or other consequences such as damage to business reputation. 

Therefore, it is of vital importance that companies implement technological solutions that allow them to be at the forefront of cybersecurity issues. In this way, by establishing digital trust in products and experiences that leverage artificial intelligence, digital technologies and data, you will not only meet consumer expectations, but also safeguard the company's reputation, avoid financial penalties and could increase annual business growth rates. As a sign of this, it is estimated that digital trust leaders are 1.6 times more likely than the global average to see revenue and EBIT growth rates of at least 10 percent. 

Given this scenario, from Aranda Software we are constantly working on the innovation of our solutions to offer companies a portfolio of tools that responds to all the above mentioned needs and is constantly evolving to help companies face future challenges in business technology issues. 

The future of business is digital and we are here to drive companies on this journey to success! 


References: 

Driving IT Service Management Efficiency with Artificial Intelligence 

The use of Artificial Intelligence (AI) tools in ITSM software has become a key element in ensuring efficient operations and increased business productivity. This is because organizations face a constant demand for fast delivery and quality services and, therefore, the integration of Artificial Intelligence in ITSM emerges as a key differentiator. 

For example, an AI-enabled ITSM application offers automated ticket sorting, provides instant responses through a chatbot, and optimizes workload for routine tasks. 

AI service management (AISM), an in-depth look 

If you have wondered what is the difference between traditional Service Management and AI Service Management, the answer is that basically AISM merges service management capabilities with Artificial Intelligence tools to boost efficiency and quality in IT service delivery. 

AISM goes beyond task automation and overcomes the limitations of a traditional ITSM solution by involving advanced machine learning techniques, natural language processing and data analytics to achieve predictive and personalized results, thus improving the speed and efficiency of the tool. 

  • More efficient operations  

The adoption of Artificial Intelligence and machine learning considerably reduces ticket resolution times by automatically tagging and routing tickets, as well as enabling their resolution through machine learning models and natural language processing. In other words, it uses certain selected answers and then sends them to the end user in a matter of seconds, thus reducing response times.   

Today, studies show that several organizations have been able to automate approximately 80% of ticket responses (and up to 100% in specific categories), which not only speeds up the process, but also frees support agents to focus on more complex and strategic tasks. 

  • Increased Productivity  

Another benefit provided by Artificial Intelligence in an ITSM tool is that through automation it allows the IT service desk team to concentrate their efforts on more difficult calls and tasks, which increases job satisfaction and productivity in organizations. 

As an example of the above, a Forrester study has revealed that employees working with automation experienced a 69% improvement in job satisfaction and 78% of business leaders confirm that task automation increases company productivity. 

This is because automation allows IT support staff to be relieved of repetitive, high-demand requests such as password resets, one of the slowest and most costly tasks an IT department has to manage. 

As an example of this, a Gartner study shows that between 30% and 50% of all calls to the IT service desk are to reset passwords, either due to human forgetfulness or as a security measure, and it is one of the requirements that can occupy up to 40% of the service desk staff's working day. 

Therefore, an ITSM tool with Artificial Intelligence that integrates solutions, such as Aranda PassRecovery, which facilitates the self-management, resetting and management of passwords by the end user, can reduce calls to the service desk by more than 40% and significantly save costs. 

  • Increased user satisfaction 

By analyzing user data, Artificial Intelligence can provide personalized recommendations and tailor IT services to the specific needs of each individual.  

Similarly, it improves interaction with users by providing 24/7 virtual assistance, ensuring that users can access help and support at any time. In addition, through an AI-powered chatbot, answers to frequently asked questions can be offered and solutions to common problems can be provided instantly, improving the overall user experience. 

With all of the above, it is worth mentioning that Artificial Intelligence is taking IT Service Management to another level, allowing organizations to be more agile, efficient and oriented to excellence in service delivery. 

Our portfolio of IT solutions incorporates Artificial Intelligence that, in addition to offering all the benefits mentioned in this article, helps companies stay ahead of the curve, analyze IT problems from the root cause, react proactively and solve quickly.   

Discover all that the Artificial Intelligence of our ITSM solutions can do for your company! 

References  

1 https://itsm.tools/manual-ticket-triage-ai/ 

2 https://itsm.tools/automation-reduces-tickets-improves-security/ 

Why is it essential for companies to have an IT tool that allows them to reduce security breaches? 

In the world of technology, data security and information protection are critical issues for any organization. Companies face increasingly sophisticated and constant threats from cyber attacks and data breaches, making information security a top priority for any company. 

To ensure information security, companies must comply with a series of security regulations and standards. These regulations focus on protecting data privacy and confidentiality, preventing fraud and protecting against cyber threats. 

In this context, implementing an IT tool focused on reducing these security breaches is essential for companies.  

Visibility to reduce security breaches by mitigating risks, oriented to regulatory frameworks. 

As previously mentioned, information security is more important than ever. Companies must protect their data and information systems to avoid potential data breaches and cyber attacks. In addition, many government regulations and laws require companies to implement specific security measures. 

This is why Aranda Security Compliance, the IT tool that helps companies comply with these legal and regulatory requirements effectively and efficiently by providing visibility of devices with respect to security protection, reducing inherent operational risks and maximizing the value of your investment by reducing security breaches. 

One of the main benefits of Aranda Security Compliance is its ability to help companies comply with security regulations, such as the Sarbanes-Oxley Act (SOX), the Health Insurance Portability and Accountability Act (HIPAA) and the General Data Protection Regulation (GDPR), among others. 

The Sarbanes-Oxley Act, for example, requires companies to implement adequate security measures to ensure the accuracy and integrity of financial data. On the other hand, the Health Insurance Portability and Accountability Act establishes specific requirements for the protection of health information. 

In this sense, Aranda Security Compliance is able to identify and analyze information security risks in companies, in order to develop effective action plans that allow the company to comply with legal and regulatory requirements.  



Benefits 

User-facing  

  • Prevention of loss of information 
  • Gap remediation in minutes 
  • Equipment always up to date 
  • Reduction of attacks due to human error 

For the organization  

  • Security software inventory control 
  • Remediation of centralized security breaches 
  • Browser control from a single console 
  • Personnel access by security profiles 
  • Reducing the risk of computer security attacks 
  • Regulatory compliance support for various sectors 

In conclusion, Aranda Security Compliance is an essential tool for any company seeking to improve information security and comply with legal and regulatory security requirements.  

By adopting this tool, companies can manage the status of security software on their devices, execute remediation tasks, reduce security breaches due to unauthorized use of browsers on their workstations and manage security policies for their organization's devices.